Customer listening posts at The City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), were provided via a number of key access mechanisms including include the Call Centre, web site, phones, e-mail, City Hall in the Mall, Police substations, community outreach programmes, one-on-one contact in the field, and in-person at all City facilities. Key customer contact requirements for each mode of access were determined by a Cus...

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
1.1.7 Review customer listening & learning methods

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